Assistant Manager - Highland at the S&W Market

Summary

The Highland at the S&W Market Assistant Manager is responsible for managing daily operations and deliver exceptional guest service at Highland Brewing’s sole outpost at the S&W Market in Downtown Asheville. The S&W Market is Asheville’s first food hall and features five independently operated food kiosks along with two bars operated by Highland Brewing.

Assistant Managers serve as shift leaders, opening and/or closing daily service and leading a team of Hospitality Ambassadors. Assistant Managers are responsible for monitoring daily sales, labor goals, service standards, sales initiatives, and cash handling. Assistant Managers must show mastery and enthusiasm for all elements of Highland’s front of house guest experience which includes duties comparable to a host, server, busser, bartender, and retail associate. Assistant Managers also perform administrative duties to support a profitable, safe, service-oriented work environment

FLSA Status: Hourly, Non-exempt
Reports to: General Manager - Highland at the S&W Market
Location: Downtown Asheville, NC

Essential Job Functions

• Serve as manager on duty (MOD) at Highland’s bar areas during open hours and proactively monitor daily service recognizing opportunities for the development of the guest experience
• Oversee Highland Hospitality staff during service which includes managing changes to the shift schedule, leading pre-shift, service position and break rotation, staff cuts to facilitate volume and labor, staff incident reports, continuous service coaching and other staff needs as required
• Oversee guest relations during service which may include entertaining special guests, offering complementary products or services, conflict resolution, enforcement of ABC laws and regulations, proper reporting of guest incidents, and other guest needs as required
• Oversee daily financials during service which includes daily sales reporting, cash handling, safe counts and reconciliation, payments to vendors, processing refunds and comps, staff tip reporting and other daily financial obligations as needed
• Use daily shift notes to communicate challenges and opportunities to the Hospitality lead team
• Demonstrate and enforce Highland’s service standards to maintain a positive, collaborative work environment
• Collaborate with the Highland at the S&W Market Manager in developing sales initiatives and upsell opportunities for team execution to ensure revenue goals are met
• Collaborate with the Highland at the S&W Market Manager on the execution of events and beer releases as they pertain to daily service in the S&W Market
• Collaborate with managers of the food kiosks to facilitate a safe and hospitable daily service which includes oversight and adherence to NCABC laws and regulations
• Show mastery in POS software and retail operating systems
• Assist in quarterly inventory accurately and efficiently
• Guide guests through Highland’s array of local craft beer in accordance with brand standards
• Anticipate guest needs proactively and conscientiously in a dynamic environment which may include beverage service, selling merchandise and packaged beer, moving seating arrangements, clearing and cleaning tables, serving guests at tables, and directing guests around the market
• Oversee the appearance of Highland’s bar areas before, during and after service which includes cleaning glassware and tables, trash removal, stocking supplies, and restroom cleaning
• Understand and adhere to North Carolina alcohol laws and permits specific to Highland
• Maintain knowledge of the Highland brand story, beer styles, campus amenities, family history to educate and communicate our mission and vision to guests
• Must be self-motivated with a calm demeanor under pressure
• Perform other duties as needed and assigned

HOURS
This position is 30-40 hours, five days per week. Weekly schedule is dictated by public open hours, service needs and meeting schedules. Public open hours vary by season but are daily and most holidays. Ability and willingness to work nights and weekends are required.

Qualifications

Education:
• High school diploma required. Bachelor’s degree in Hospitality Management, Business or Tourism is a plus.
• Must be at least 21 years of age in accordance with NCABC laws
Experience:
• Two years of experience as a host, server, bartender, or tour guide in the hospitality field required and one year in hospitality management preferred.
• Enthusiasm for craft beer and delivering an incredible guest experience is a must
• Experience working in hospitality under North Carolina COVID requirements preferred
Specific Knowledge, Skills, and Abilities:
• Strong work ethic and ability to take initiative in delivering exceptional guest service with pride
• Pleasant yet assertive personality with the ability to work with all types of people
• Open-minded and flexible with the ability to adapt quickly with new skills and procedures
• Strong interpersonal communication and leadership with keen attention to detail
• Excellent time management and verbal/written communication skills a must
• Must have reliable transportation and a valid driver’s license
• Proficiency in Microsoft Office 365 applications including Teams
• Cicerone Server certification required within one year of employment
• Forklift driver certification required within one year of employment
Working Conditions:
As this position is working in hospitality, the physical demands of this role include, but are not limited to:
• Standing for long periods of time
• Bending, twisting, reaching overhead, lifting up to 30lbs frequently & up to 50lbs occasionally
• Working with cleaning chemicals
• Working in both indoor and outdoor service areas with inclement weather at times